JPMorgan Chase Channel Innovation and Strategy Associate in Brooklyn, New York

Channel Innovation and Strategy VP


Chase Consumer & Community Bank is revamping how it services its customers, launching a new suite of digital servicing channels that incorporate innovations around artificial intelligence, voice activated robotics, and biometrics. This shift requires a new, integrated “messaging” strategy to encompass and reflect our refreshed approach to how we connect with our customers. The VP is responsible for driving, supporting, and implementing this new Messaging strategy across Consumer & Community Bank Operations and the related businesses (Retail, Card, Auto).

-He/She will be responsible for partnering to develop and deploy the strategic direction of Live Chat, Virtual Assistant, and other innovative messaging capabilities

-He/She will be responsible for product owner responsibilities across the various Messaging products/services

-He/She will be responsible for designing and supporting the operating model to drive the successful implementation of Messaging products and processes

Key Responsibilities:

  • Partner with the Business and Operations on defining the overall messaging strategy and approach across products and channels, considering the evolution of new digital technologies and devices (e.g., Google Pixel Service Model, Alexa, etc.)

  • Help to understand the various innovations, steps, dependencies to launching this strategy, creating and refining a multi-year roadmap across messaging-related products and functionality, and aligning across critical strategic and technical stakeholders

  • Help to define and refine requirements for new messaging channels, products, and functionality; balancing and prioritizing based on expected customer impact, benefits to Chase reputation in the marketplace, and return on investment

  • Design, support and create the new Operations Servicing Model to support the messaging strategy implementation, collaborating with Servicing and Operations partners to shift our servicing approach to align to the new skills required to service digitally and with artificial intelligence support

Partner with the business, technology, risk and controls to drive effective management and implementation of Messaging Strategy, helping to coordinate and drive relationships across stakeholders and track critical outcomes and dependencies


  • 10+ years of relevant experience in business strategy and execution

  • Candidates must have experience in strategy and execution with demonstrable results and outcomes

  • Strong leadership skills with proven ability to influence and communicate with stakeholders across functions and at all levels (business, technology, operations, executives, peer and staff)

  • Strong interpersonal skills and demonstrated success in building collaborative relationships with ability to influence the development and execution of key operational strategies and projects

  • Proven communication skills, both verbal and written, with ability to present to varied and large audiences, including executive updates

  • Capable of navigating in dynamic and complex organization environments

  • Bachelor's degree required, Advanced degree is desirable

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.